Training Industry Magazine - Winter 2022 - 34

When there is an absence of
information, people often jump
to the worst conclusion.
jump to the worst conclusion, leading
to reduced trust in the organization
and increased turnover.
Ongoing communication and access to
information is the best way to reassure
employees. Transparency about good
and bad news is
vital to creating a
trusting relationship with internal and
external stakeholders. Leaders should
not avoid discussing issues like a tough
financial quarter or a need to reduce
hours of operation due to slowing
business or lack of available staff.
Instead, they should be clear about the
circumstances and share the plan for
moving forward.
Effective communication can be
challenging in an increasingly virtual
workplace. Andy Bounds, author and
communication expert, recommends
sharing complex information verbally
first, then following up with a summary
by email. It is also more important than
ever to remember that communication
is a two-way interaction. Building a
trusting relationship requires listening
as much as, if not more than, speaking.
Miscommunication is easy by text, email
or chat, so be sure the recipient has
received and understood your message.
Difficult conversations should be face-toface
if possible, so it is easier to pick up
on non-verbal cues that indicate if the
other party understands the information
and how they might feel about it.
A Lifelong Learning Mindset
John F. Kennedy once said, " Leadership
and learning are indispensable to each
other. " Not only should leaders embrace
lifelong learning, but they should invest in
the development of their employees as
well. High-trust organizations emphasize
a growth mindset and encourage staff to
learn new things.
Managers who mentor their direct
reports and help them grow personally
and professionally see higher
employee engagement and lower
turnover rates. Providing opportunities
for
learning
and
development
demonstrates a commitment to the
employee's well-being as a whole
person, which is key to building
positive and trusting relationships.
Learning new skills as a team is also
a great way to improve relationships
and get to know each other. Embracing
lifelong learning also demonstrates
vulnerability, as it requires admitting
there is always more to learn. Creating a
safe space for teams to learn new skills
and apply them in real-world situations
benefits the entire organization.
Moving Forward
and
political
caused
disruptions
The global pandemic and resulting
economic
across
conditions
many
industries, requiring layoffs, reduced
hours and new demands on workers.
While many of these circumstances
were out of the control of CEOs and
managers, it is their job to restore
trust in their organizations to help
employees feel secure, and customers
feel safe doing business. It takes time
and consistency to build trust and can
be difficult to repair once it is broken.
David Brooks, author of " The Road to
Character, " tells us that " trust can be
rebuilt through the accumulation of
small heroic acts - by the outrageous
gesture of extending vulnerability in a
world that is mean, by proffering faith
in other people when that faith may not
be returned. " The need for stronger,
more ethical leadership is clear - and
the time for action is now. Restoring
public confidence in leadership begins
with each leader's commitment to
embracing and demonstrating the
key elements of trust in all aspects of
their life.
Emily Hastings writes for Crestcom
International, a trusted leadership
development partner that transforms
managers into great leaders with a
results-driven approach. Email Emily.
3 Steps to Repair Broken Trust
Author of " The Image of Leadership, " Crestcom subject matter expert, and keynote speaker,
Sylvie Di Giusto recommends a three-step approach for repairing broken trust:
1
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Reflect on what went wrong. Look at
the entire situation and evaluate what
was done, what could have been done
differently, and what actions to take
next. Is there a need for an apology? Is
there a way to make amends?
2
Connect with those affected. Discuss
what has happened with honesty and
transparency. To truly connect, listen
without defensiveness. To repair the
relationship, the other party needs to
feel heard and understood.
3
Do the work. Restoring trust will
require patience and consistency.
People need time to forgive and
forget, and it takes effort to
demonstrate integrity, reliability
and accountability.

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Training Industry Magazine - Winter 2022

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